Dear Fran Murphy,

First of all, we would like to thank you for being such a loyal guest, since we can read that you have visited our Riu hotels globally. We kindly recommend to visit the Riu Class website, you will be able to read about the benefits of being a class member.

At RIU, we maintain a firm commitment to the places where we are present by prioritizing the hiring of local staff to promote the development of societies and enrich the cultural diversity of our workforce.

We would like to highlight that our Front desk is multilingual, however, it is possible that in the event of hiring new staff, some might still be in training and do not have a level as high as the rest. If guests have difficulty making themselves understood, they always have the option to talk to our management team, who will be delighted to attend their needs.

Moreover, it is much unexpected to read your comments about our staff. It is very important to us that all our guests feel welcome at our resort and treated with respect, which is what we also expect from each and every guest.

Please note that our staff is constantly working to keep our property clean and well maintained. This includes the cleaning of the pool and garden areas.

We are very sorry to read you left thinking otherwise.

Kind regards,

Hotel Riu Plaza Tikida Palmeraie

Online Reputation Manager

Dear Amina,

Thank you for taking the time to give us your feedback and for expressing your concerns.

Although we are glad to hear that our service and the good food were to your satisfaction, it is truly disappointing for us to hear of the interaction you had with one of our team members.

Please remember, swimming outside the specified opening hours is not allowed under any circumstances. It is not only that attention must be paid to the rest of the other guests, it is for safety reason. During the night time the water is chlorinated, so no one is allowed in the water.

We sincerely hope to have the opportunity to welcome you back to one of our worldwide available hotels in the future. Until then, we wish you all the best.

With our best wishes we remain,

Hotel Riu Tikida Palmeraie

Online Reputation Manager

Dear Philip Liptrot,

Thank you very much for staying with us.

Please let us explain that when a booking is made through a third party and not RIU, it is the agency with whom the guests have booked, who is in charge of the reservation, its agents are not part of Riu, unfortunately, we cannot reply on their behalf.

We kindly recommend you to contact them, in order to inform them about your discomfort.

Nevertheless, it is concerning to read about your upset stomach. We do follow strict procedures while handling our food products in order to prevent and avoid any kind of alimentary risks or hazards.

Travelling to different countries with different climate can lead to gastrointestinal problems which are not necessarily related to food.

In accordance with our high standards, we guarantee our guests the highest quality service, which goes far beyond the legal requirements, especially when it comes to food safety.

At RIU Hotels & Resorts health is our priority. Therefore, we follow a food safety protocol, ensuring product safety and quality, in all our F&B processing, preparation and service processes.

We truly hope that you are feeling better by now and we can guarantee that our regular H&S inspections show optimal results in this area.

We apologise for any discomfort and we will inform the management department.

Kindest regards,

Hotel Riu Tikida Palmeraie

Online Reputation Manager

Dear Kenza Chraibi,

Thank you very much for staying with us.

Please note that the information provided is not sufficient to thoroughly check your experience and assist you accordingly.

It is very important to us that all our guests feel welcome at our resort and treated with respect, which is what we also expect from guests.

Your review will be forwarded.

Kind Regards,

Hotel Riu Tikida Palmeraie

Online Reputation Management